Top Categories Widget

Required permissions: Interaction Analytics View

The Top Categories Widget allows you to view the categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. in the category template Category groupings that help you use data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. assigned to the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. with the largest numbers of contacts. You can drill down to sub-categories to further filter and view specific data. You can drill back up using breadcrumbs.

Watch this short training video to learn more about this widget.

Read the Top Categories Widget

Depending on how far the widget Graphical representation of data that meets specified filter criteria. is set to drill down by default, you may see a small or large number of category bars. Each bar represents a category or sub-category of the category template Category groupings that help you use data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. applied to the dataset. The numbers to the left of each bar indicate the number of contacts inside the category.

To drill down and view subcategories of a category, click the category bar and select Drill to [Category].
To drill up in the category tree, click the link in the breadcrumbs corresponding to the level you want to view.
To view contacts relating to any category, see Show Interactions.

Apply a Filter from the Top Categories Widget

From the Top Categories Widget, you can apply a filter to restrict data available in all dashboards Named view of one or more widgets. for the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. to only represent contacts in a selected category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends..

Drill down or drill up to the category you want to use as a filter.
Click the category you want to use as a filter and select Add <Category Name> as Dashboard Filter.

Remove Filters from the Top Categories Widget

If you applied category filters to the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., you can remove them using the Filters pane.

Click Filters (indicated by a blue funnel icon).
Click Categories.
Clear the checkbox beside each category you want to remove from filtering. To remove all categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. at the same time, click the blue undo arrow by the word Categories.

View Interaction Details

You can view the transcripts that fall under a certain category Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. by clicking the category bar in the chart and selecting Show Interactions. A pop-up containing the transcripts in that category appears. The related sentiment words and category words/phrases are highlighted if applicable. For example, if you click Intent to Buy Competitor Products and select Show Interactions, the pop-up contains all transcripts in the dataset that fall under the Intent to Buy Competitor Products category and the related category that triggered its inclusion is highlighted.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

Viewing transcripts.
Listening to call recordings.
Highlighting selected items.
Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Top Categories Widget Settings

You can modify the Top Categories Widget settings to apply filters, change the name of the widget in the workspace Named view of one or more widgets., select which categories appear in the widget, specify how many bars appear in the widget, and the color of the bars.

Change the Title of the Widget

Click more options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget

Click more options in the top right corner of the widget.
Click Settings.
To change which category the widget displays, click the Category Path drop-down and select the category to view. You can only select the original category or one of its child categories.
To change the number of bars the widget displays, enter the desired number in the Number to Show text box. The default is 10 and the maximum is 25.
To change the Color of the bars and text in the widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color to use in the text box.
Select whether you want to Sort the categories into Ascending or Descending order.
Select whether the Default View of the widget chart bars display a Count or Percentage.
Under Percentage Accuracy, select whether to view a Rounded percentage or a Precise percentage with decimal points. Rounded is selected by default. The widget setting you select also determines how values display when exported. If you select a Rounded percentage and the data value is less than .01, the value will display as 0.
Click OK.